Executive Escalations Manager

Anthropic
San Francisco, New York, Seattle
Workplace: OnsiteFull timeUSD 210,000 - 260,000 annuallyFunction: Customer Support (Service Desk)Experience: 6+ yearsEducation: bachelorsSkills: ["Calm-under-fire judgment","Clear written communication","Excellent judgment","Cross-functional coordination","Bias toward action"]

Own executive escalations end-to-end as the front line for high-stakes user issues. Build escalation playbooks, criteria, tooling, and SOPs from scratch, triaging incoming executive escalations, coordinating cross-functional incident response, and driving situations to resolution. Provide crisp executive updates, write post-escalation reports, and lead recurring insights forums to spot patterns and translate learnings into product and policy changes.

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FursaFursa
Anthropic
Anthropic
1 day ago

Executive Escalations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own executive escalations end-to-end as the front line for high-stakes user issues. Build escalation playbooks, criteria, tooling, and SOPs from scratch, triaging incoming executive escalations, coordinating cross-functional incident response, and driving situations to resolution. Provide crisp executive updates, write post-escalation reports, and lead recurring insights forums to spot patterns and translate learnings into product and policy changes.
Location: San Francisco, New York, Seattle
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Build escalation playbooks, escalation criteria, tooling solutions, and SOPs to manage executive-surfaced escalations.
  • •Own executive escalations end-to-end during coverage hours.
  • •Brief executives on live situations, coordinate with comms partners, and keep incident channels useful and current.
  • •Write post-escalation reports detailing what happened, what was done, and what should change.
  • •Lead a recurring escalations insights forum to identify patterns and drive product and policy changes with partner teams.

Pay and Benefits

Salary: USD 210,000 - 260,000 annually
Perks:Paid LeaveParental LeaveEquity

Key Requirements

  • •6+ years managing escalations, trust & safety operations, customer support, or a related front-line operations role, ideally at a consumer or developer platform.
  • •Hands-on experience investigating issues, coordinating responsibilities with cross-functional partners, and writing executive communications.
  • •Sharp written communication to brief senior leaders quickly and document incidents clearly for handoff.
  • •Excellent judgment under pressure and calm execution during live incidents or escalations.
  • •A pattern-detection mindset and comfort operating in ambiguity with a bias toward action to help define a new function.
Experience:6+ yearsTrust & safetyCustomer supportIncident management
Education:Bachelor's
Skills:Calm-under-fire judgmentClear written communicationExcellent judgmentCross-functional coordinationBias toward action
Languages:English

Company Brief

Anthropic
Develops large-scale AI systems and safety research to create reliable, steerable, and interpretable AI assistants and models for commercial and research applications.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2021
WebsiteLinkedIn